Workforce Management Real Time Analyst
Workforce Management Real Time Analyst
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Job Description
Workforce Real Time Analyst
Contract:Full Time Permanent
Hours:37.5 hours per week. Shifts: 37.5 hours per week rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm
Site:Office-based at Leeds LS11 5BD
Salary: 25000 to 28600 (DOE)
The Real Time Analyst will oversee advisor schedules in our busy high volume contact centre in Leeds. This position will play a key role in optimising service delivery minimising downtime and ensuring accuracy of advisor schedules in the Workforce Management system. Key to the role will be monitoring real time service levels and suggesting and making changes to workflows to aid the support of our clients customers. The RTA will also be responsible for producing reports for the Management Team and correlating these across multiple functions (recruitment finance etc.)
Key Responsibilities:
Monitor real-time department requirements advisor schedules and daily adherence
Ensure that advisor schedules are up to date with codes such as annual leave sickness lateness etc.
Liaises with the Management team throughout the day to ensure reporting and system accuracy
Ensures that services levels are maintained above the agreed levels or optimised in instances where service may be close to SLAs
Manage enquiries from the Management team advisors and other stakeholders within the business
Make recommendations to the Management team on staffing requirements time of over/under staffing
Producing reconciliation reports that you will check for accuracy and feed through to the HR team
Support with the reporting recording and tracking of department wide system challenges
Essential Skills:
Excellent attention to detail
Be a proactive problem solver
Proficient Microsoft knowledge and skill
Excellent time management skills and experience of working to deadlines.
Must be able to adapt quickly to changing requirements of the call centre
Good social skills with a positive attitude towards overcoming obstacles whilst maintaining a
professional manner
Work Experience:
Demonstratable experience of working in a high touch customer service environment
Knowledge and experience working with contact centre telephony and workforce management
tools
What we offer you:
33 days annual leave (including bank holidays)
Life Assurance x 4 annual salary
Private Dental Plan
Private Medical Insurance (Aviva)
Income Protection Scheme
EAP including local discount
Excellent Online Learning Platform
Cinema Society Discounts
Apprenticeships
Free Eye Tests
Mentoring Programs
Travel & parking information:
We are based a short 1015-minute walk from Leeds railway station.
Required Experience:
IC
Employment Type
Full Time
